JUNIOR SUPPORT AGENT

Description

Job Summary: Provide operational support for Confrapag's products and services, ensuring system stability, incident resolution, and continuous improvement of systems and processes. Key Highlights: 1. Resolve high-complexity incidents and perform root cause analysis (RCA) 2. Handle incidents related to EFT, PIX, Cards, and Settlement 3. Support Level 1, Level 2, Development, and Infrastructure teams Provide operational support for Confrapag's products and services, ensuring environment stability, rapid incident resolution, technical team support, and continuous improvement of systems and processes. ? Key Responsibilities \* Resolve high-complexity incidents and conduct root cause analysis (RCA). \* Investigate issues in applications, APIs, databases, integrations, and infrastructure. * Execute SQL queries, analyze logs, and validate integrations between systems and partners. \* Handle incidents related to EFT, PIX, Cards, Settlement, Reconciliation, Receivables Split, Refunds, and Chargebacks. \* Support testing, deployment, and validation activities in production environments. \* Serve as Level 3 technical support, assisting Level 1, Level 2, Development, and Infrastructure teams. * Collaborate with vendors for incident analysis and resolution. \* Monitor systems and key performance indicators proactively. \* Produce technical documentation, update the knowledge base, and propose improvements and automation. ?️ Technical Skills \* SQL (MySQL, PostgreSQL or SQL Server) \* REST APIs, JSON, and HTTP/HTTPS \* Git \* Linux and Windows Server \* TCP/IP networking \* Application logs and monitoring tools \* Docker (desirable) ? Business Knowledge \* Payment Methods \* Acquiring \* EFT, POS, and PIX \* Settlement and Financial Reconciliation \* Chargeback \* Receivables Split \* Anti-fraud